Question

A Webex Contact Center environment uses only Webex Calling–registered endpoints for agent connectivity and requires unanswered customer calls to be requeued for the next available agent to handle. Any unanswered direct call to an agent must instead roll to that agent’s designated voicemail. Which configuration satisfies this requirement?

Accepted Answer

B. Configure two lines on agent endpoints to differentiate between contact center calls and direct calls.

Answer

Adjust the contact center’s RONA timer with a duration longer than the number of rings set for the agent’s voicemail.

Answer

Configure the Redirection on No Answer (RONA) timer to a duration shorter than the number of rings configured for the agent’s voicemail.

Answer

Disable the voicemail setting that forwards unanswered calls to the agent’s voicemail.